Customer Service

Customer Service in the CRM context refers to the entirety of all processes, systems, and measures aimed at efficiently processing customer inquiries, solving problems, and creating a positive service experience. The goal is to increase customer satisfaction, strengthen customer loyalty, and continuously improve service quality.

Modern customer service solutions like Microsoft Dynamics 365 Customer Service offer a central platform for managing support tickets, service requests, and complaints. They enable structured and automated processing of customer concerns – from receipt to processing to resolution – and support both internal service processes and communication with customers across various channels (Omnichannel).

Functions

• Case Management: Automated capture and processing of inquiries and tickets
• Omnichannel Communication: Customer service via email, phone, chat, social media, and self-service portals
• Service Level Agreements (SLAs): Binding processing times and quality standards
• Knowledge Base: Central collection of solutions, FAQs, and documentation for quick help
• Automation: Rules for automatic creation and assignment of cases, e.g., from incoming emails
• Self-Service: Customers can independently find solutions or submit inquiries via portals

Customer Service is an integral part of the CRM system and is closely linked to other modules such as Sales, Marketing, and Customer Insights. Centralized data management creates a 360-degree view of the customer, enabling service delivery to be individual and context-specific. This strengthens customer trust and loyalty and contributes significantly to long-term business success.